311 Customer Service Advisor

As a 311 Customer Service Advisor, you'll be the voice of the City of Mississauga, helping residents navigate services and resolve inquiries with confidence and care. This opportunity is ideal for professionals with 2+ years of customer service experience who excel in fast-paced environments, are committed to exceptional service, and can successfully complete a comprehensive 9-12 month training program. Successful candidates must also be available to work flexible shifts, including evenings, weekends, and statutory holidays, to support the needs of our growing community.

First point of contact for Mississauga Residents and customers seeking information or services from the City of Mississauga, including some general information regarding regional services information, (i.e. garbage). Use multiple technology tools to answer and resolve customer inquiries for general information, municipal policies and by-laws, request for municipal service or complaints. Initiate and process departmental service requests while adhering to departmental information gathering requirements. Inform, explain and advise customers on recommended steps, instructions and/or actions, including departmental policies and service levels and/or referring customers to other agencies, (e.g. Regional, Provincial or Federal). Contact is made via phone, e-mail, facsimile. While the primary role is to provide non-emergency customer information and services, this position will be required to provide support and assistance to potential municipal emergency situations. Provide input to knowledge base content, needs, or enhancements to calls and e-mail handling requirements. Participate in Quality Monitoring Standards and training for technology upgrades, knowledge changes, or enhancements to service the customer more effectively and efficiently.